Technology Support Lead, Problem Management & Governance Lead

What you'll do

• Manage the end-to-end problem lifecycle including identification, root cause analysis, remediation, and closure for application and infrastructure services.
• Analyze incident trends and operational data to identify systemic issues and prioritize remediation based on business impact and risk.
• Facilitate structured root cause analyses and post-incident reviews to document lessons learned and implement corrective actions.
• Integrate enterprise-authorized AI capabilities into workflows to improve incident triage speed and consistency while ensuring data security.
• Establish ownership, milestones, and success measures for problem records while providing transparent reporting to stakeholders.
• Maintain accurate problem records, known-error databases, and technical findings aligned with established standards.
• Identify operational risks and control deficiencies to coordinate mitigation, governance, and compliance actions.
• Define and report key performance metrics regarding remediation effectiveness, incident volume reduction, and root cause categories.

What we're looking for

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits.
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud.
• Proficiency in observability and monitoring tools and techniques.
• Experience executing processes within the Information Technology Infrastructure Library (ITIL) framework.
• Demonstrated experience managing end-to-end problem records, root cause analyses, corrective actions, known errors, and recurrence-prevention activities.
• Strong analytical skills to identify systemic problems and prioritize remediation based on impact and risk.
• Proven stakeholder management and influencing skills to communicate effectively with senior business and technology stakeholders.
• Experience supporting Problem Management, Production Management, Site Reliability Engineering, or Operational Excellence in a large enterprise (preferred).
• Knowledge of structured root cause analysis methods, post-incident review practices, and corrective/preventive action management (preferred).
• Experience defining and reporting problem management metrics such as recurrence, aging, and remediation effectiveness (preferred).
• Familiarity with enterprise-authorized AI, automation, analytics, or AIOps capabilities for operational analysis (preferred).
• Relevant industry certification or formal training in ITIL, Service Management, SRE, cloud technology, or risk management (preferred).